HVAC Service Coordinator

Conti Electric Inc•Sterling Heights, MI

13d•Onsite

About The Position

Conti Corporation is a nationally recognized mechanical, electrical, and service contractor committed to delivering high‑quality solutions to our commercial and industrial customers. Our service division plays a critical role in supporting our clients’ day‑to‑day facility needs, and we are expanding our team with a dedicated, customer‑focused Service Coordinator to support our field technicians and service operations. The Service Coordinator is the central communication hub between customers, field technicians, and internal project management. This role is responsible for managing incoming service calls, creating work orders, dispatching technicians, and ensuring all service-related information flows accurately and efficiently throughout the team. The ideal candidate is organized, customer-service oriented, able to communicate with empathy, and comfortable supporting both customers and field personnel who may be dealing with urgent, time-sensitive issues.

Requirements

Strong team player with excellent communication skills
Prior scheduling or dispatching experience (service, HVAC, construction, logistics, or similar)
High level of customer service and the ability to handle urgent or emotionally charged calls
Must pass a pre-employment drug screen
Full-time, Monday–Friday, plus occasional after-hours support rotation

Nice To Haves

Experience in mechanical, HVAC, construction, or service‑based industries
Familiarity with COINS or similar service management software
Experience working with field technicians or trade environments

Responsibilities

Answer incoming customer service calls regarding HVAC, electrical, or building system issues.
Create service calls in COINS and assign them to the appropriate technician.
Provide clear, professional communication with customers regarding work status, scheduling, and expectations.
Understand the urgency of customer issues—often affecting their operations or personal comfort—and respond with empathy and professionalism.
Maintain relationships with recurring customers; be a trusted point of contact they rely on.
Dispatch work orders to technicians via tablets and ensure they receive necessary context not always captured in the work order.
Support techs with additional information, PM references, or customer expectations.
Track which technicians are on the rotating on‑call schedule (full week, Monday–Sunday).
Respond to after-hours service requests when needed; coordinate with on‑call personnel or escalate to management as appropriate.
Route calls to the correct point of contact when staff are unavailable or out on vacation.
Create, organize, and maintain accurate work orders.
Collect and review technician notes to ensure they clearly reflect the work performed onsite.
Assist the team in preparing work documentation for billing—though final billing is handled by management.
Collaborate with the Service Manager and PMs to ensure smooth workflow between customer requests, technician availability, and project scheduling.
Communicate material, equipment, or permitting needs to the PM or leadership when necessary.
Work closely with office administrative staff to ensure timely and accurate processing of service data.